Atlas Rooter Sewer And Drain Cleaning Service

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Attached is a picture of a pipe from under our house that another plumbing company removedAll they had to do was go into the crawl space to see this pipeA camera was NOT needed to see thisInstead, the two guys from Atlas only looked at the cleanout right in front of the entrance to the crawl space instead of going in to look and actually see what the problem wasNow, either they didn't go in or they made the hole It's one or the other.Making that hole may be what actually cleared out pipes that Friday Two days after they came out, we got backed up again which is when I called the warranty company (which sent other plumbers)They found the broken pipe along with a ton of sewage that had been coming out of itOur warranty company would not pay for the broken pipe because another company potentially caused the problemWhat I really think is going on is similar to another complaint I saw on here about this companyThey send people out and just tell them to do the clean out, not to try to see if there is any real problemThen they get you again by having to do another service call with a camera etcI would really just like a refund for the clean out they did ($250) because if the hole was there (and they did not make it), they made no effort to find it Regards, [redacted] ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I'm not satisfied with responseFirst visit washer/bathroom line, second visit kitchen sink, third visit washer/bathroom lineWork was done before anyone discussed what they felt they needed to doNo price was discussedI do not feel I owe third visitAfter all, them men broke pipe, covered it up with pv piping and didn't say a wordDidn't show me anythingAnd after reviewing other complaintsAll sounds too similarI paid another company to fix/correct pipingI feel they're third bill should be voided.]
Regards,
*** ***

This was I believe the third time we had been to this residence to unstop the sewer The latest visit we advised her that we thought the line was broken and recommended it be cameraed to locate the problem We were not called to clean a sewer line that was openObviously this has been
an ongoing problem, we did not break her line! We told the customer that we thought it was broken and that was why she was continually having issuesIt stopped up again because the problem was getting worseWe have no intention of giving her a refund, Atlas Rooter did not cause her problem

*** *** contacted about unstopping his sewer lineI told him we could and could come out that day, he gave us his name and addressI told him we would call when we were in routeHe then called back and asked what I thought the charges would be, I told him this usually runs betweeen $
and $He said that would be fineAt no time during our conversation was the camera ever mentionedIf he had asked I would have been glad to tell him the cost of that serviceThe serviceman was dispatched, the line was unstopped and the charge fell almost exactly in line with the original estimateAs far as the comment our techmade I apologize for thatThis is highly unprofessional and quite embarassing to say the leastLastly, at no time did I ever speak to *** ***How she could complain about what was said when I never even had a conversation with her is beyond me, We performed a service at what we quotedI see no reason for a refund
Thank You,
*** ***, Pres
Atlas Rooter

I have not owned Atlas Rooter since 7/31/2017. Call [redacted] to find where to send this complaint. Do not contact me anymore concerning this matter.

Revdex.com spoke with the business. This was three different issues that have three different costs attached to them. The first time the business went out and no issue was found and a service charge was charged. The second time they business came out it was for a stopped washer line, the business cleared...

that line and the customer was charged accordingly. She had them come out again because there was another stopped line. These three jobs were not related or caused by previous work done by the business. the customer was charged for work performed and at this time the business will not be refunding or altering the customer's invoices.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached is a picture of a pipe from under our house that another plumbing company removed. All they had to do was go into the crawl space to see this pipe. A camera was NOT needed to see this. Instead, the two guys from Atlas only looked at the cleanout right in front of the entrance to the crawl space instead of going in to look and actually see what the problem was. Now, either they didn't go in or they made the hole.  It's one or the other.Making that hole may be what actually cleared out pipes that Friday.  Two days after they came out, we got backed up again which is when I called the warranty company (which sent other plumbers). They found the broken pipe along with a ton of sewage that had been coming out of it. Our warranty company would not pay for the broken pipe because another company potentially caused the problem. What I really think is going on is similar to another complaint I saw on here about this company. They send people out and just tell them to do the clean out, not to try to see if there is any real problem. Then they get you again by having to do another service call with a camera etc. I would really just like a refund for the clean out they did ($250) because if the hole was there (and they did not make it), they made no effort to find it.
Regards,[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
FROM [redacted]: When I spoke with the business I specifically explained that this was the fourth time we have had this issue, that I could unstop it myself but I felt it was time to call the professionals to find out why this keeps happening, and to get to the bottom of it. I specifically mentioned I would like a camera utilized. I dispute his understanding of the facts and do not believe he is being truthful. It is simply a case of he-said, she-said, and I would not recommend this dishonest company to anyone. I know what I said to them when I called in the morning, and it was not asking them to simply "unstop the line." Why would I pay someone $230 to do that when I could do it myself renting a machine for $50? It doesn't even make sense. I wanted an actual resolution to my problem, which we did not receive.
I am not satisfied with their dishonest response.
Regards,
[redacted]
Explained fourth time, time to call professional, mention camera, etc.

Review: Hello,

Let me first say, I'm sorry for the delay in filing. My mother's washing machine backed up and water bubbled up in bathroom end of October. I called [redacted] - thought it was a plumbing issue. I was told to call Atlas Rooter. They recommended. On 11/5/15 two gentlemen came out. Short version on ticket - arrived looked for access to line. Tested line. Filled washer, dumped, tested & flushed toilet during. Another worker at manhole to check flow. Suggested blockage must have broke loose either before during while they were there. Tested several times - all draining very well. Did notice cleaning wipes at toilet. Advised not to use in toilet. Line is wide open. Just charged service fee $97.50. Week later - kitchen sink was backing up. Two men came out on 11/13/15. Rodded kitchen sink drain line. Rodded 35-40 feet. Line full of black sludge. Ran plenty of hot water - tested - line now open. Charged $179.50. Then on 11/23/15, men came back out - washer/bathroom same issues. This time they started digging up area in front of home. Told it was quicker to get to main line. Dug 4 feet. Rodded main. Now claims there were 2 bad spots. One at house cause of shrub and giant tree at edge of yard/road. Also retrieved sanitary products. They also noted recommend line be replaced. I felt this was a same call issue from first time. Told by Owner/[redacted] that it was not and I owed $297.50. I told him to send me invoice. I wanted to see amount. I also complained to owner of Kellehler for the recommendation. Dug hole up & got second opinion - found a hole in main line. Nothing was capped off properly. Hole on pipe covered up by PVC piping. Do not believe sanitary products were retrieved. No one ever said or showed us anything. I had to pay to have pipe fixed properly. Owner/[redacted] and I talked again. Ended conversation with I do not feel I owe him. He should pay me the money I spent to fix. Both agreed to disagree and he said he'd let a judge decide.Desired Settlement: I'm not sure except I do not feel I owe the last invoice of $297.50. I want this invoice to go away. I know the owner will not want to pay me at least 1/2 of the money I spent to fix the piping. I do not need to speak to him again.

Business

Response:

Revdex.com spoke with the business. This was three different issues that have three different costs attached to them. The first time the business went out and no issue was found and a service charge was charged. The second time they business came out it was for a stopped washer line, the business cleared that line and the customer was charged accordingly. She had them come out again because there was another stopped line. These three jobs were not related or caused by previous work done by the business. the customer was charged for work performed and at this time the business will not be refunding or altering the customer's invoices.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I'm not satisfied with response. First visit washer/bathroom line, second visit kitchen sink, third visit washer/bathroom line. Work was done before anyone discussed what they felt they needed to do. No price was discussed. I do not feel I owe third visit. After all, them men broke pipe, covered it up with pv piping and didn't say a word. Didn't show me anything. And after reviewing other complaints. All sounds too similar. I paid another company to fix/correct piping. I feel they're third bill should be voided.]

Regards,

Review: We have had several sewer drainage issues at our house, which we believe to be issues related to the pipe from our house to the street. We have always rented equipment to clear the line ourselves for approximately $70. However on the most recent time we decided we would hire a professional plumber to come out and figure out why this keeps happening. We contacted a plumber who said we needed a sewer/rooter specialist, and recommended Atlas Rooter. He said they would come out with a camera, look down the pipe, figure out what was wrong and help us fix it.

My husband called Atlas Rooter on the morning of April 2, gave him this ENTIRE history, and explained that we needed them to come out, clear the pipe, look down it and figure out why this keeps happening.

Instead, Atlas Rooter sent someone out who simply cleared the pipe and charged us $230. They did not use a camera, nor did they even have one on their truck. When I called to complaint he gentleman told me I was "assuming" they would do these things. I do not think it is a far assumption to assume that a company that advertises "video inspection services" would hear our entire history and then not send someone with a camera. Especially when we specifically asked for it.

Instead, the servicer - [redacted] - told us he does work on the side and tried to get us to hire him to come back out for another $150. I find this highly unethical.Desired Settlement: We no longer want to work with this company. I would like a full refund.

Business

Response:

[redacted] contacted about unstopping his sewer line. I told him we could and could come out that day, he gave us his name and address. I told him we would call when we were in route. He then called back and asked what I thought the charges would be, I told him this usually runs betweeen $200 and $250. He said that would be fine. At no time during our conversation was the camera ever mentioned. If he had asked I would have been glad to tell him the cost of that service. The serviceman was dispatched, the line was unstopped and the charge fell almost exactly in line with the original estimate. As far as the comment our tech. made I apologize for that. This is highly unprofessional and quite embarassing to say the least. Lastly, at no time did I ever speak to [redacted]. How she could complain about what was said when I never even had a conversation with her is beyond me, We performed a service at what we quoted. I see no reason for a refund.

Thank You,

[redacted], Pres.

Atlas Rooter

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

FROM [redacted]: When I spoke with the business I specifically explained that this was the fourth time we have had this issue, that I could unstop it myself but I felt it was time to call the professionals to find out why this keeps happening, and to get to the bottom of it. I specifically mentioned I would like a camera utilized. I dispute his understanding of the facts and do not believe he is being truthful. It is simply a case of he-said, she-said, and I would not recommend this dishonest company to anyone. I know what I said to them when I called in the morning, and it was not asking them to simply "unstop the line." Why would I pay someone $230 to do that when I could do it myself renting a machine for $50? It doesn't even make sense. I wanted an actual resolution to my problem, which we did not receive.

I am not satisfied with their dishonest response.

Regards,

Explained fourth time, time to call professional, mention camera, etc.

Review: We have had Atlas to our house twice to clear the line. This last time was three days ago. Two days after clearing the line it was stopped up again. When they were here they said there was probably a break and they would need to put a camera down to see it. We finally called our warranty company and they sent out different plumbers. These plumbers found a break above the foundation in plain sight. I called Atlas to tell them and they said it wasn't there when they were there and that they told us there was a break near the foundation. This break had to have been there when they were here but they are denying that it could've been. The man I spoke to was named Kenny, he immediately became aggressive with me on the phone. I became aggressive a bit too and he proceeded to tell me I was full of [redacted] I'm just a homeowner that doesn't know a lot about plumbing and can only take what I am told but this company has been extremely unprofessional and I want to caution other people against using them. They will not be honest with you as I believe they are trying to cover up something that they did. The plumbers that are here now said that the problem could not have been more obvious and/or Atlas must have caused it when they were here. Our warranty company will not even cover it because they consider it damage from previous work.Desired Settlement: I believe they damaged our pipes and/or did not look at our pipes well enough to even see the damage and I would like them to cover the cost of it is costing us now to have it repaired which is $443.

Business

Response:

This was I believe the third time we had been to this residence to unstop the sewer. The latest visit we advised her that we thought the line was broken and recommended it be cameraed to locate the problem. We were not called to clean a sewer line that was open. Obviously this has been an ongoing problem, we did not break her line! We told the customer that we thought it was broken and that was why she was continually having issues. It stopped up again because the problem was getting worse. We have no intention of giving her a refund, Atlas Rooter did not cause her problem.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Attached is a picture of a pipe from under our house that another plumbing company removed. All they had to do was go into the crawl space to see this pipe. A camera was NOT needed to see this. Instead, the two guys from Atlas only looked at the cleanout right in front of the entrance to the crawl space instead of going in to look and actually see what the problem was. Now, either they didn't go in or they made the hole. It's one or the other.Making that hole may be what actually cleared out pipes that Friday. Two days after they came out, we got backed up again which is when I called the warranty company (which sent other plumbers). They found the broken pipe along with a ton of sewage that had been coming out of it. Our warranty company would not pay for the broken pipe because another company potentially caused the problem. What I really think is going on is similar to another complaint I saw on here about this company. They send people out and just tell them to do the clean out, not to try to see if there is any real problem. Then they get you again by having to do another service call with a camera etc. I would really just like a refund for the clean out they did ($250) because if the hole was there (and they did not make it), they made no effort to find it.

Regards,